Knowledge Systems Manager
About The Position
VitalSource is hiring a Knowledge Systems Manager for its Customer Operations team to own the knowledge management practice for Customer Success Operations. The role will establish governance and standards to make operational knowledge trustworthy, address coverage gaps that slow case resolution, and design the knowledge layer needed for AI-assisted search and retrieval to produce accurate answers. The position owns the knowledge management roadmap and operating model, including governance, domain ownership, review cadence, and content quality standards. It also structures the knowledge corpus for AI-assisted search and retrieval-augmented generation, coordinates AI-assisted knowledge tooling, and operates quality and content lifecycle frameworks. The manager applies Knowledge-Centered Service practices, measures knowledge performance, directs content investment based on results, and oversees contracted knowledge operations resources. VitalSource is a mission-driven education technology company focused on delivering affordable, accessible, and impactful learning experiences. The role offers remote capabilities and flexible work schedules by team.
Requirements
- At least 5 years of experience in knowledge management, content strategy, or documentation practice, including at least 3 years supporting a customer support or service operations function.
- Demonstrated end-to-end ownership of a knowledge program, including governance design, taxonomy development, and measurable adoption outcomes.
- Working command of Knowledge-Centered Service (KCS) or a comparable methodology, with practical experience embedding it in a live support organization.
- Experience working in CRM and ticketing platforms such as Salesforce, Jira, or Zendesk and using case and request data to identify knowledge demand.
- Demonstrated experience preparing or governing content for AI-assisted retrieval, and working fluency with supporting tooling, including connectors, knowledge sources, and content best practices for reliable AI output.
- Ability to establish governance and enforce standards across teams through influence, and to bring order to a large, unstructured content base.
Nice To Haves
- Professional certification in knowledge management, such as KCS v6 Practices or Principles, or Certified Knowledge Manager.
- Experience leading an AI-assisted knowledge or content initiative end to end, from proof of concept through production rollout.
- Experience building and maintaining dashboards and recurring reporting, such as Looker or comparable tools.
- Experience directing distributed or contractor-based contributors in a delivery-oriented environment.
- Bachelor's degree in Library and Information Science, Communications, Education, Business, or a related field.
Responsibilities
- Own the knowledge management roadmap and operating model for Customer Success Operations, including governance structure, domain ownership, review cadence, and content quality standards.
- Achieve and sustain knowledge coverage across support case types, prioritizing content development based on demand signals, case volume, and the seasonal support cycle.
- Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation, including taxonomy, metadata, article standards, and controlled vocabulary.
- Coordinate the design and delivery of AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval; recommend requirements and priorities and support rollout.
- Design and operate the quality framework for AI-surfaced knowledge, evaluating answer accuracy and grounding in source content and routing failures to content remediation.
- Establish content lifecycle policy and classification standards governing what content enters AI retrieval and what may be surfaced externally.
- Apply Knowledge-Centered Service practices and build sustainable authoring capacity across Support and Enablement.
- Measure and report knowledge performance, including coverage, retrieval quality, first contact closure, case deflection, and content health, and direct content investment based on results.
- Oversee contracted knowledge operations resources, setting priorities, quality expectations, and delivery milestones.
Benefits
- Competitive base salary and a strong variable component.
- Medical, vision, dental, life, disability, critical illness, accident, FSA, HSA, identity protection, pet, and legal insurance.
- 401(k) match up to 5%.
- 12 weeks of paid parental leave.
- Tuition reimbursement.
- Four weeks of vacation to start, 12 sick days, 11 company holidays, and 3 personal days.
- Flexible work schedules and remote capabilities, depending on the team.
- Fitness challenges and rewards.
- Collaborative, inclusive, and mission-driven culture.
- Casual dress.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
